Lighthouse Casualty Company

Thank you for the opportunity to respond to this complaint.The complainant's filing is dated 12/28/2015, which is well within the day guideline set by the IL Department of InsuranceThe complainant notified Lighthouse Claims Deptthat he would process through his own company since they will pay
storage fees and repairsThe complainant's insurance company will file a subrogation claim process with LighthouseOur adjuster is currently waiting on the claimant carrier to contact her

Thank you for the opportunity to respond to this complaint.Lighthouse apologizes that Mr*** has had a communication issue with his adjusterI spoke with her earlier and she said she has honestly not received a message from himShe called the complainant earlier today to notify him that the
estimate was approved and we can move forward with the repairsShe is awaiting his return call.Thank you again,*** ***

Thank you for the opportunity to respond to this complaintAfter reviewing the notes, I see that this gentleman's claim is two weeks oldLighthouse did reach the insured on 11/Per our notes, the insured was going away for the holiday and would contact us upon her returnWe have not
heard from the insured but will have the adjuster reach out to her so that we may move forward with claim resolutionThank you,
Nick ***

Thank you for the opportunity to respond to this complaint.Per the claim notes, there was a coverage issue on this claim and it was deniedThe complainant was notified of this issue on May 31, Per the claim notes, she became agitated and began using profanity toward the Lighthouse
representative, who then terminated the callDenial letters were sent to all parties involvedWhile the complainant's biggest complaint was the length of time it took to resolve the claim, there are many times extenuating circumstances must be investigated prior to a final decision being made on a claimThis is obviously the case here as the adjuster needed to thoroughly review the coverage issue prior to a final decision.Thank you,*** ***

Complaint: ***
I am rejecting this response because:To this day I have NEVER been contacted by anyone from Lighthouse Casualty CompanyEvery time I contact them I get the same run-aroundI understand that they are unable to contact their insured but there is no timeframe or response on what happens if they cannot obtain the information they needAll I am asking for is status and next stepsI had a plan to sell my car, which obviously I am unable to do until my car is fixedMY insurance company would at least provide status on the claim and make contact with everyone involvedThat is called good customer servicePlease provide me with status so I can plan accordingly to sell my car
Sincerely,
*** ***

This complainant has filed with the IL Department of InsuranceAt this time, we respectfully request the Revdex.com to close this complaint.Thank you,*** ***

Thank you for the opportunity to respond to this complaintI see from reviewing the claim notes that checks have been issued for the vehicle repairs, as of 06/13/The complainant requested that the check go directly to her house and we complied with this requestThank
you,*** ***

Complaint: ***
I am rejecting this response because: Lighthouse did not factor in all the damageThey also said I have to go to their approved facility if it costs more to fix
Sincerely,
Adam ***

Thank you for the opportunity to respond to this complaint.I would like to point out that this claim was filed by the complainant five full days after the loss occurred so this could be a reason for any delay in the decision processAlso, the outcome of the incident is that the complainant was at
fault, she failed to yield while exiting an alley forcing the collision with our insuredFailing to yield is the proximate cause of this loss and a liability denial was sent to the complainant.Lighthouse Casualty continues to stand by this decisionPlease note, the adjuster explained to the complainant they could file with their company and their carrier could attempt to subrogate the claim with Lighthouse Casualty.Thank you again,Nick ***

Complaint: ***
I am rejecting this response because:I still have not heard from this business.They have yet to return any of my calls, and I am still awaiting paymentThe comment about them responding to me is a lieI have no missed calls, and have spoken to every number that has dialed me todayI can provide proof via my phone carrier as well, if need be.
Sincerely,
*** ***

Thank you for the opportunity to respond to this complaintAs of August 3rd, Lighthouse notified the insured that the repairs were under the deductible amount with no further action neededToday, we had one of our claims associates contact the complainant to review the situationThe
complainant said they will submit the estimate and invoice for the repairs and Lighthouse will review the documents once received for consideration of further actions.Thank you,
*** ***

Again, I apologize for the misinformationThe estimate had been approved and I will be speaking with this rep and her supervisor to discuss her training.I see that an adjuster contacted you at 1:and explained the process to you about the repairs and your vehicle is getting repaired, a check will be issued and this claim is on the road to resolutionLighthouse is even waiving the betterment for the tire in lieu of rental reimbursementYou agreed to these options per the system notesThank you,*** ***

Complaint: ***
I am rejecting this response because this insurance company is merely attempting to delay payment of this claim They have a complete police report which includes a description of the incident and also verifies that their client was at fault as she was issued a moving violation by the police
The fact that their insured has not yet reported this incident after nearly weeks from the date it occurred, would leave one to believe she has no intention of doing so For that reason alone, it should have no bearing on the decision to settle my claim given the evidence they do have in hand
Sincerely,
*** ***

At this time, we respectfully request the name and phone number of the individual at the IL Deptof Insurance who spoke with the complainant so that we may contact them ourselves and discuss the matterThank you,*** ***

Thank you for the opportunity to reply to this complaint.Lighthouse Casualty apologizes if our staff was rude or the complainant was somehow disconnected in any wayWe certainly do not train our employees to act in this manner and I will investigate the calls using the phone number listed on the
claimAt this time, we have explained the offer to the complainantHe would like to use a body shop of his choice which he very well can do but the carrier has made an offer based on the estimate of our physical damage department using rates we contracted with our shopsIt was explained to the complainant that he can use one of our shops or he can use his own but he would be responsible for the difference in price, as per our policyThe offer provided to the complainant still stands.Thank you,*** ***

Thank you for the opportunity to respond to this complaintI see from our claims notes that the complainant has been in touch with our claims team multiple timesAn offer was extended to the complainant on 10/21/and she refused itShe then told our claims team that her carrier
requested a letter of explanation about the claimLighthouse has not heard from the claimant's carrier to dateOn 11/29/16, the complainant called again and said she wishes to continue the claim through Lighthouse CasualtyWhen the claims adjuster replied that the offer remains the same, she said she did not agree and said her carrier will be sending a letter requesting payment for 100% of the estimateThe adjuster explained that this was to be expected and it is noted that Lighthouse would wait on the claimant carrier's subrogation demandAbout a half hour later, the complainant called again demanding to speak to a supervisorWhen the claims associate attempted to assist her, she refused the help and demanded to speak to a supervisorAs of 12/07/16, our claims department tried to contact the complainant again and left a message revisiting the offer.Per her complaint, it seems the complainant is not aware that while she may want to utilize the dealership where she purchased the vehicle, and this is completely her right, Lighthouse bases their estimate on pre-negotiated rates with preferred vendorsThis is probably where the discrepancy lies in the amount offered and the amount wanted for the pay outAt this time, the Lighthouse offer still stands the sameThank you,
*** ***

Initial Business Response /* (1000, 5, 2015/05/19) */
Ms*** had an accident on 05/01/but the claim was not opened until 05/13/We do offer online Claim forms which can be filled out 24/at lighthousecasualty.com
Our Claims Department has tried to contact Ms*** but the phone
number she provided is disconnected
Also, we apologize if she had some issues connecting with the company but we have just upgraded the number of our phone lines and are in the process of hiring staff to prevent this occurrenceMs*** may contact her adjuster *** *** *** at ***@lighthousecasualty.com
Thank you,
*** ***

Terrible insurance companyTheir insured rear-ended meI filed a claim online, using their websiteNot only I was not provided with a claim number at the end of the process (what kind of business is this and what insurance company does not provide a claim number when you file a claim?), but I did not hear from them at allI called Lighthouse days after I filed the claimKristen ***, one of their claim representatives, sent me an email with the name of the shop where I can go get an estimate to fix my carI still don't have a claim number and Kristen *** cannot be bothered to answer my emailsI have been on hold with this company for a long time and I am still unable to talk to a live personOn hold right now again waiting for someone to pick up the phone over thereAnyone that has to deal with them please be aware of how this company worksAll negative reviews on this site are absolutely trueI simply do not understand how Revdex.com gave them an A ratingIt does not make any sense

Thank you for the opportunity to respond to this complaintAlthough I am wondering why this insured is filing a complaintThis gentleman's claim was resolved and checks were sent to him for the total loss of his vehicle (issued 01/05/16, then re-issued on 01/19/due to check name
issue), his rental reimbursement (issued 01/19/16) and a check for the tow bill(12/02/2015).This claim was not denied and at this time is paid out and closedThank you,
*** ***

Initial Business Response /* (1000, 5, 2015/03/19) */
Ms*** recently contacted Lighthouse on 03/17/at 9:AM, which is two days ago, about her claim
We recorded all the information into her file; we sent a tow truck to her home to pick up the vehicle and the vehicle was taken to the
auto body shop for repairs
We are unsure as to the nature of her complaint but per the time stamp on our computer system, her claim was taken at 9:AM, and a tow truck was called to pick up the vehicle by 10:AM
We apologize if there was an inordinate wait time for her call but Lighthouse does allow for Claims to be filed online as well, hours a day, days a week
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried filing a claim online, and your system directed me to call you
I called lighthouse at least TEN TIMES on March 16, A woman took my name, and said she "has literally calls on hold and they're so busy but she would take my claim" and put me back on holdI was holding for hoursThen a man picked up and I asked him what I could do my car was smashed, and do I have towing at least? He said he was too busy and that he would write down my name and have someone call me back in a few days
Now, the tow truck company picked up my car MARCH 18TH DAYS LATER, and took it to your body shopIt has now been TEN DAYS since I tried to file this claimI called the auto shop March 20, and *** told me that the adjuster from Lighthouse told them not to do any estimates on the carAnd lighthouse told the body shop that they already did an estimate at my house when the car was picked upI have been calling lighthouse non-stop every single day, and no one will even take my callI called lighthouse and spoke to "***" who told me no estimates had been made and told me I had a new adjuster, but he had no answers for meNow, please keep in mind that I am out of $per week for a rental car while lighthouse is taking their sweet time to respond to my claim and phone callsI received a call from lighthouse yesterday, 3/and could hear people talking in the background, but no one would respond when I said hello over and overSo I tried calling back left my 5th voicemail to lighthouse requesting a call back
I called the mechanic again because I couldn't get through to anyone at lighthouse, and he told me that the insurance took their estimate and asked the body shop not to do one
I called lighthouse YET AGAIN on 3/at 4:PMGuess what????? They picked up the phone and hung up THREE TIMES!!!
Why would a company treat their customers this way? I don't understandI paid plenty of money for this policy, and I can't even get a responseNo one can answer my calls or questions, and I'm stuck footing a $400/wk rental car until they decide to get back to meThis really is unfair and very unethical business practices
I still want my claim settled and I want a refund for the ENTIRE YEAR OF MY POLICY
That's the least lighthouse can do for this, I even lost my job due to lighthouse not responding and me missing two days of work since they couldn't even send a tow truck until March 18th at pmI can't even get my van back because the shop won't give it to me since lighthouse ordered them to say thatLighthouse also sent me a letter stating I would have to pay for any storage fees my vehicle incurs because they are not done with their investigation*** *** can send me a letter, but can't even return my calls? That is quite interestingI've never received this time of mistreatment and non-existent customer service
My vehicle is not drivable, and lighthouse knows thatThis is causing me a lot of stress, not to mention lost wagesAnd lighthouse has an answer for everything I put in my complaint when they respond via Revdex.com, but they can't even speak to me because they're "too busy"Not too busy to dispute my complaint, though
I hope this situation can be remedied by 3/tomorrow as I believe days is enough time to settle a simple claim when I have full coverage insurance
Please explain to me why you pick up the phone and hang up over and over? Management: check your call records if you do not believe me as I have my own that I will be submitting
Final Consumer Response /* (4200, 11, 2015/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just spoke to Lighthouse and they said the check wasn't sent or signed for and they dont know how long it will take
Also lighthouse refuses to pay for the internal damaged to my vehicle caused by the other driver stating its not their responsibility
UnbelievableI didnt "accept" the settlementI wasnt given a choiceI had to have my car towed to another auto shop that already finished the work but won't release my car until they get full payment
Now my car is incurring storage fees and it has been weeks and I still don't have my carThey also refuse to reimburse me for my rental car even though I have rental coverage
Final Business Response /* (4000, 13, 2015/04/07) */
We are confused as to Ms***'s allegations in her rebuttalThe check in question was issue on 04/02/while another check was issued yesterday for the towing
If Ms*** did speak with someone who provided her bad information; she should pass their name along to us so we can follow up with this person and check to see if this person is in need of further training
As for her insistence that we weren't paying for complete repairs, the damage found on the car was completely unrelated to this accident and Ms*** asked us to fix it as part of this claim, which per our policy we are not mandated to fix
As for her rental reimbursement, this was added to the policy AFTER the accident claim was filedThe rental reimbursement was added to the policy on 03/24/when her date of loss is 03/16/We are not required to honor her rental reimbursement request for this claim
Lastly, when we make an offer to someone, claimant or insured, they have a choice to accept or reject the offerMs*** absolutely had a choice in this matter and she chose to accept the settlement and resolve the claimWe feel that Ms*** has tried to strong arm our company with her complaint tactics and it is an unfortunate circumstance that she has taken this routeMs***'s claim is closed at this time
Thank you,
*** ***